The Customer Journey Without the Customer
What do B2C businesses need to rethink as customers hand more of their journey to Personal AI?
CX Tech
Decoding the future of Customer Experience
Latest articles
The Agent-in-the-Middle: Your Customer's AI is Reading Your Messages Before They Do
Intermediated CX - The era of the Agent-in-the-Middle.
Your brand has one thread. Your customer has three problems.
Say you're a credit card issuer, and one of your cardholders has three things running with you at once. A disputed charge they're chasing. This month's statement, just issued. A replacement card in th
RCS has a Positioning Problem: Making the Business Case for Modern Messaging
Why a powerful channel can't find its rung — and what CX teams should do about it in 2026?
WhatsApp Usernames and BSUIDs (Part 2): The New Marketing and Consent Risks
WhatsApp’s move to usernames and BSUIDs is a massive leap forward for consumer privacy, letting users hide their phone numbers behind a handle. But for businesses, it breaks one of the oldest shortcut
WhatsApp Usernames and BSUIDs: Why this change matters for Customer Experience?
WhatsApp has quietly become one of the most important customer interaction channels in the world. Meta CEO Mark Zuckerberg told investors in 2025 that WhatsApp now has more than 3 billion people using